sign in sign up
<<
Home , Interix

Avaya Proactive Contact 4.1 Internet Monitor Release Notes

March 2009

Notice While reasonable efforts were made to ensure that the information in performance capacity without Avaya's prior consent and payment of an this document was complete and accurate at the time of printing, Avaya upgrade fee. Inc. can assume no liability for any errors. Changes and corrections to Named User License (NU). Customer may: (i) install and use the the information in this document might be incorporated in future Software on a single Designated Processor or per authorized releases. Named User (defined below); or (ii) install and use the Software on a Documentation disclaimer Server so long as only authorized Named Users access and use the Avaya Inc. is not responsible for any modifications, additions, or Software. "Named User," means a user or device that has been deletions to the original published version of this documentation unless expressly authorized by Avaya to access and use the Software. At such modifications, Avaya's sole discretion, a "Named User" may be, without limitation, additions, or deletions were performed by Avaya. Customer and/or End designated by name, corporate function (e.g., webmaster or User agree to indemnify and hold harmless Avaya, Avaya's agents, helpdesk), an e- or voice mail account in the name of a person or servants and employees against all claims, lawsuits, demands and corporate function, or a directory entry in the administrative database judgments arising out of, or in connection with, subsequent utilized by the Product that permits one user to interface with the modifications, additions or deletions to this Product. documentation to the extent made by the Customer or End User. Shrinkwrap License (SR). With respect to Software that contains Link disclaimer elements provided by third party suppliers, End User may install and Avaya Inc. is not responsible for the contents or reliability of any linked use the Software in accordance with the terms and conditions of the Web sites referenced elsewhere within this documentation, and Avaya applicable license agreements, such as "shrinkwrap" or "clickwrap" does not necessarily endorse the products, services, or information license accompanying or applicable to the Software ("Shrinkwrap described or offered within them. We cannot guarantee that these links License"). The text of the Shrinkwrap License will be available from will work all the time and we have no control over the availability of Avaya upon End User’s request (see “Third-party Components" for the linked pages. more information). Warranty Copyright Avaya Inc. provides a limited warranty on this product. Refer to your Except where expressly stated otherwise, the Product is protected by sales agreement to establish the terms of the limited warranty. In copyright and other laws respecting proprietary rights. Unauthorized addition, Avaya’s standard warranty language, as well as information reproduction, transfer, and or use can be a criminal, as well as a civil, regarding support for this product, while under warranty, is available offense under the applicable law. through the Avaya Support Web site: Third-party components http://www.avaya.com/support Certain software programs or portions thereof included in the Product License may contain software distributed under third party agreements ("Third USE OR INSTALLATION OF THE PRODUCT INDICATES THE Party Components"), which may contain terms that expand or limit END USER'S ACCEPTANCE OF THE TERMS SET FORTH rights to use certain portions of the Product ("Third Party Terms"). HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON Information identifying Third Party Components and the Third Party THE AVAYA WEB SITE Terms that apply to them is available on the Avaya Support Web site: http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE http://support.avaya.com/ThirdPartyLicense/ TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE Preventing toll fraud TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT "Toll fraud" is the unauthorized use of your telecommunications system OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A by an unauthorized party (for example, a person who is not a corporate REFUND OR CREDIT. employee, agent, subcontractor, or is not working on your company's Avaya grants End User a license within the scope of the license types behalf). Be aware that there can be a risk of toll fraud associated with described below. The applicable number of licenses and units of your system and that, if toll fraud occurs, it can result in substantial capacity for which the license is granted will be one (1), unless a additional charges for your telecommunications services. different number of licenses or units of capacity is specified in the Avaya fraud intervention Documentation or other materials available to End User. "Designated If you suspect that you are being victimized by toll fraud and you need Processor" means a single stand-alone computing device. "Server" technical assistance or support, call Technical Service Center Toll means a Designated Processor that hosts a software application to be Fraud Intervention Hotline at +1-800-643-2353 for the United States accessed by multiple users. "Software" means the computer programs in and Canada. For additional support telephone numbers, see the Avaya object code, originally licensed by Avaya and ultimately utilized by Support Web site: End User, whether as stand-alone Products or pre-installed on http://www.avaya.com/support Hardware. "Hardware" means the standard hardware Products, Trademarks originally sold by Avaya and ultimately utilized by End User. Avaya and the Avaya logo are either registered trademarks or License type(s) trademarks of Avaya Inc. in the United States of America and/or other Designated System(s) License (DS). End User may install and use jurisdictions. All other trademarks are the property of their respective each copy of the Software on only one Designated Processor, unless a owners. different number of Designated Processors is indicated in the Downloading documents Documentation or other materials available to End User. Avaya may For the most current versions of documentation, see the Avaya Support require the Designated Processor(s) to be identified by type, serial Web site: http://www.avaya.com/support number, feature key, location or other specific designation, or to be Ordering documents provided by End User to Avaya through electronic means established Avaya support by Avaya specifically for this purpose. Avaya provides a telephone number for you to use to report problems Concurrent User License (CU). End User may install and use the or to ask questions about your product. The support telephone number Software on multiple Designated Processors or one or more Servers, so is 1-800-242-2121 in the United States. For additional support long as only the licensed number of Units are accessing and using the telephone numbers, see the Avaya Support Web site: Software at any given time. A "Unit" means the unit on which Avaya, http://www.avaya.com/support at its sole discretion, bases the pricing of its licenses and can be, Voice: +1-207-866-6701 without limitation, an agent, port or user, an e-mail or voice mail 1-800-457-1235 (Toll-free, U.S. and Canada only) account in the name of a person or corporate function Fax: +1-207-866-6095 (e.g., webmaster or helpdesk), or a directory entry in the administrative Write: Globalware Solutions database utilized by the Product that permits one user to interface with 200 Ward Hill Avenue the Software. Units may be linked to a specific, identified Server. Haverhill, MA 01835 USA Database License (DL). Customer may install and use each copy of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is installed communicate with no more than a single instance of the same database. CPU License (CP). End User may install and use each copy of the Software on a number of Servers up to the number indicated by Avaya provided that the performance capacity of the Server(s) does not exceed the performance capacity specified for the Software. End User may not re-install or operate the Software on Server(s) with a larger Product Release Notes for Avaya Proactive Contact Internet Monitor 4.1

Contents 1. Introduction ...... 2 1.1. Release Notes Overview ...... 2 1.2. What’s New ...... 2 1.3. Part Number / Version ...... 2 2. Release Installation and Uninstall ...... 3 2.1. Hardware requirements ...... 3 2.2. Pre-Installation Steps ...... 3 2.3. Installation Procedure...... 10 2.4. Post-Installation Procedure ...... 11 2.5. Uninstall ...... 12 2.6. Special Install ...... 12 2.7. Install Verification ...... 12 2.8. Patches included in this release ...... 12 3. Known Issues ...... 12 4. Customer Enhancements and Defects Fixed ...... 12 5. Technical Support ...... 13

Avaya Inc.

Page 1 of 15 Product Release Notes for Avaya Proactive Contact Internet Monitor 4.1

1. Introduction

1.1. Release Notes Overview

This document provides important information about the Avaya Proactive Contact 4.1 Internet Monitor release. This document includes the following sections: • What’s New • Hardware Requirements • Pre-Installation • Installation Procedure • Post Install Procedure • Known Issues • Release Details • Technical Support

1.2. What’s New New features are not added. 1.3. Part Number / Version

• Avaya Proactive Contact 4.1 Internet Monitor • Material ID 700464449 • Supersedes – Avaya Proactive Contact Internet Monitor 4.0.1

Avaya Inc.

Page 2 of 15 Product Release Notes for Avaya Proactive Contact Internet Monitor 4.1

2. Release Installation and Uninstall

2.1. Hardware requirements Following are the minimum hardware requirements to support Avaya Proactive Contact 4.1 Internet Monitor: • 800 MHz 32-bit (x86) or 64-bit (x-64) processor • 512 MB RAM • 2 GB free disk space on the hard drive • CD ROM Drive • Network capable • 6.0 or later 2.2. Pre-Installation Steps Prior to the installation of Internet Monitor, the for Windows system should be NTFS.

2.2.1.1. Setting up NFS in Windows:

You can set up NFS in Windows using the following steps: 1. Create group and password file 2. Install Windows Services for 3. Configure Services for Linux 4. Start the NFS Service 5. Install IIS on Windows 6. Create a shared folder for mounting NFS 7. Providing anonymous access

2.2.1.2. Create group and password file

1. Create a file named group without any extension. Add the following entry in the group file: pds_system:x:101:sysadm,analysis,client1 2. Create a file named passwd without any extension. Add the following entry in the passwd file: admin:x:101:101:PDS admin:/home/admin:/bin/sh 3. Copy the group and passwd files to the following location: :\WINDOWS\system32\drivers\etc

Avaya Inc.

Page 3 of 15 Product Release Notes for Avaya Proactive Contact Internet Monitor 4.1

2.2.1.3. Install Windows Services for LINUX

Follow these steps to install Windows Services for Linux:

1. Download the Windows Services for Linux from the Microsoft website: http://www.microsoft.com/downloads/details.aspx?familyid=896c9688- 601b-44f1-81a4-02878ff11778&displaylang=en Note : If this link is not available, search for alternate url and instructions for Setting up for Linux 2. Double-click SFU35SEL_EN.exe. Extract the files to a temporary folder. 3. Double-click setup.exe file in the temporary folder. 4. In the Welcome screen, click Next. 5. In the Customer Information screen, type the username and the organization name. 6. In the License Support Information screen, select I accept the agreement, click Next. 7. In the Installation Options screen, select Custom Installation, and click Next. 8. In the Selecting Components screen, choose the following components: • Interix GNU Components • NFS • Remote Connectivity • Authentication tools for NFS Expand Interix GNU Component, click Interix GNU Utilities, and select Entire feature (including all the sub features if any) will be installed on local hard drive option. Right click each of the components (NFS, Remote Connectivity, and Authentication tools for NFS) and select Entire feature (including all the sub features if any) will be installed on local hard drive option. These instructions are for For Windows 2003 select only client Note: #To connect NFS clients such as Linux or Sun system, you will require a server for NFS. # while installing services for Linux, In the Selecting Components screen, in NFS we need to block the "Gateway for NFS" and proceed with the rest of configurations 9. In the Security screen, click Next.

10. In the User Name Mapping screen, select Local User Name Mapping

Server option and select Password and group files option.

11. Click Next.

12. In the User Name Mapping screen, • Under Password file path and name: field type the following: C:\Windows\System32\drivers\etc\passwd • Under Group file path and name: field type the following: C:\WINDOWS\system32\drivers\etc\group

Avaya Inc.

Page 4 of 15 Product Release Notes for Avaya Proactive Contact Internet Monitor 4.1

13. Click Next.

14. In the Installation Location screen, select the installation location and Click Next.

15. After the installation is completed, click Finish.

Avaya Inc.

Page 5 of 15 Product Release Notes for Avaya Proactive Contact Internet Monitor 4.1

2.2.1.4. Configure Services for Linux

Follow these steps to configure the services for Linux: 1. Click Start, All Programs, Windows Services for , and click Services for UNIX Administration. 2. On the Services for Unix Administration window, in the left pane, under Services for UNIX folder, select User Name Mapping. 3. In the right pane, click Maps tab. 4. In the Maps tab, uncheck Simple maps option. 5. Click Show User Maps. 6. Click List Windows Users. 7. Click List UNIX Users. 8. In Windows users: list, select Administrator. 9. In UNIX users: list, select admin. 10. Click Add. 11. In the Microsoft Internet Explorer dialog box, click OK. 12. On the top right corner of the Service for Unix Administration window, Click Apply. 13. Click Show Group Maps. 14. Click List Windows Groups. 15. Click List UNIX Groups. 16. In Windows groups: list, select Administrators. 17. In UNIX groups: list, select pds_system. 18. Click Add. 19. In the Microsoft Internet Explorer dialog box, click OK.

20. On the top right corner of the Service for Unix Administration window, click Apply.

Avaya Inc.

Page 6 of 15 Product Release Notes for Avaya Proactive Contact Internet Monitor 4.1

2.2.1.5. Start the NFS Service Follow these steps to start the NFS service: 1. Click Start > Run. 2. In the Run dialog box, type services.msc. 3. In the Services window, verify whether the following services are running, and if these services are not running, start these services: • Client for NFS • Server for NFS • Server for PCNFS

2.2.1.6. Install the IIS Server

In this section, you will install Internet Information Services (IIS). You need to install IIS on any one of the following operating systems:

• Install IIS on Windows XP Professional • Install IIS on Windows 2003 Server

2.2.1.6.1. Install IIS on Windows XP Professional

Follow these steps to install IIS on Windows XP: 1. Click Start and then click . 2. In the Control Panel window, double-click on Add or Remove Programs icon. 3. In the Add or Remove Programs window, in the left pane click Add/Remove Windows components icon. 4. In the Windows component wizard, select Internet Information Services. 5. Click Details… 6. In the Internet Information Services window (IIS), select World Wide Web Service option. 7. Click Details... 8. In the World Wide Web Service window, select the following options: • World Wide Web Service • Printers virtual directory • Remote Desktop Web Connection • Scripts virtual directory 9. Click OK in the World Wide Web Service window 10. OK in the Internet Information Services window (IIS). 11. Click Next in the Windows Components wizard window. 12. After the installation completes, click Finish.

Avaya Inc.

Page 7 of 15 Product Release Notes for Avaya Proactive Contact Internet Monitor 4.1

Note: You will need to insert XP Professional CD when wizard requests for file.

Avaya Inc.

Page 8 of 15 Product Release Notes for Avaya Proactive Contact Internet Monitor 4.1

2.2.1.6.2. Install IIS on Windows 2003 Server

Follow these steps to install IIS on Windows 2003 Server: 1. Click Start > Control Panel. 2. In the Control Panel window, double-click on Add or Remove Programs icon. 3. In the Add or Remove Programs window, in the left pane click Add/Remove Windows components icon. 4. In the Windows Component Wizard, select Application Server. 5. Click Details.... 6. In the Application Server window, select Internet Information Services (IIS) option. 7. Click Details... 8. In the Internet Information Services (IIS) window, select World Wide Web Service option. 9. Click Details... 10. In the World Wide Web Service window, select the following option: • World Wide Web Service 11. Click OK in the World Wide Web Service window. 12. Click OK in the Internet Information Services window (IIS). 13. Click OK in the Application Server window. 14. Click Next in the Windows Components Wizard window. Note: You need to insert Microsoft Windows 2003 Server CD.

2.2.1.7. Create a shared folder for mounting NFS

In this section, you will create a shared folder for mounting NFS: Follow these steps to create a NFS share: 1. Create a folder or directory on the drive, which has NTFS file system. 2. Right-click the folder and click Sharing and Security... 3. Click on the NFS sharing tab. 4. Select Share this folder option. 5. Click Permissions. 6. In the NFS Share Permissions window: • Next to Type of access: select Read-Write option from the drop-down list. • Select Allow root access option. 7. Click OK. 8. Click Apply. 9. Click on the Web Sharing tab.

Avaya Inc.

Page 9 of 15 Product Release Notes for Avaya Proactive Contact Internet Monitor 4.1

10. Select Share this folder option. 11. In the Edit Alias window that appears, under access permissions box, select the following options: • Read • Write • Directory browsing 12. Click OK. 13. Click Apply. 14. Click OK. 15. Restart the computer. This completes the creation of a shared folder for mounting NFS. Note: You need to copy all the files from the Internet Monitor CD to the folder that you shared in step 4.

2.2.1.8. Providing Anonymous access

Follow these steps to provide Anonymous access:

1. Click Start > Run. 2. In the Run dialog box, type the following command: inetmgr 3. In the Internet Information Services window, in the left pane, expand Local Computer > Web Sites > Default Web Site. 4. Under Default Web Site, right-click on the folder created in step 1 of Create a shared folder for mounting NFS of section 2.2.1.7, and select Properties. 5. In the Properties window, click the Directory Security tab. 6. In the Directory Security tab, in the Anonymous access and Authentication control box, click Edit.... 7. In the Authentication Methods window, select Anonymous access option. 8. Click OK. 9. Click Apply and then click OK.

2.3. Installation Procedure

This section describes the steps to install Avaya Proactive Contact Internet Monitor 4.1 on the Dialer: 1. Login to the Proactive Contact Dialer as sroot. 2. Type the following command: “menu install” 3. In the Installation and Configuration window, type 2 to select

Avaya Inc.

Page 10 of 15 Product Release Notes for Avaya Proactive Contact Internet Monitor 4.1

Value added products.

4. Press Enter.

5. In the Value Added Products window, type 4 to select Install Internet Monitor. 6. Under Internet Monitor Script, respond to the following questions asked: • What is the refresh rate in seconds? • For example, type 15 for setting it to 15 seconds. • What is the IP address of the host PC? Only type the IP address of the windows system where Internet Monitor application is installed. • What is the directory to be mounted from the host PC? Type the directory details of the windows system whose directory needs to be mounted and press Enter.

2.4. Post-Installation Procedure

1. Restart the Dialer services by executing the following commands: • stop_pds • start_pds

2. Login as admin and run the job.

3. Ensure at least one agent is joining the job.

Avaya Inc.

Page 11 of 15 Product Release Notes for Avaya Proactive Contact Internet Monitor 4.1

2.5. Uninstall

Follow these steps to uninstall Internet Monitor:

1. Login to the Proactive Contact Dialer as sroot. 2. Type the following command: menu install 3. In the Installation and Configuration window, type 2 to select Value added products. 4. Press Enter. 5. In the Value Added Products window, type 5 to select Remove Internet Monitor.

2.6. Special Install None

2.7. Install Verification None 2.8. Patches included in this release Refer to section 3

3. Customer Enhancements and Defects Fixed

For list of Customer Enhancements and Defects Fixed, please refer to Support Site http://support.avaya.com Go To: Downloads->Proactive Contact->Release 4.1.x Document Name: Proactive contact 4.1 - list of customer found defects/ Patches addressed

4. Known Issues

For list of Known Issues, Please refer to Support Site http://support.avaya.com Go To: Downloads->Proactive Contact->Release 4.1.x Document Name: Proactive contact 4.1 Known issue list

Avaya Inc.

Page 12 of 15 Product Release Notes for Avaya Proactive Contact Internet Monitor 4.1

5. Technical Support

If you are having trouble with Avaya PC Internet Monitor 4.1, you should:

1. Retry the action. Carefully follow the instructions in written or online documentation. 2. Check the documentation that came with your hardware for maintenance or hardware- related problems. 3. Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya documentation available. 4. If you continue to have a problem, contact Avaya Technical Support by: • Logging in to the Avaya Technical Support Web site http://www.avaya.com/support • Calling or faxing Avaya Technical Support at one of the telephone numbers in the Support Directory listings on the Avaya support Web site.

You may be asked to email one or more files to Technical Support for analysis of your application and its environment.

Note: If you have difficulty reaching Avaya Technical Support through the above URL or email address, please go to http://www.avaya.com for further information.

Avaya Global Services Escalation Management provides the means to escalate urgent service issues. For more information, see the Escalation Contacts listings on the Avaya Web site.

For information about patches and product updates, see the Avaya Technical Support Web site http://www.avaya.com/support

Avaya Inc.

Page 13 of 15